Refund not processed after item picked up by delivery driver

This has got to be the most *********** company I have ever come across.

I log a return for 2 orders. The delivery driver picks up the order and then cancelled the return for one item and therefore the return was never processed.

I am then given the run around for OWN money as the consultants have told me that they are looking in the warehouse for the product. What are the chances of finding a product that was returned weeks ago in a warehouse with millions of items? How is the customer liable for what the delivery driver has done? To make matters worse the consultants escalate the matter for weeks which is frustrating. Please do not buy from this company as they have inadequate systems in place to track items and therefore you as a customer are liable for their incompetence.